Identifying recorded call data segments of interest

ABSTRACT

A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a voice call, and storing the portion of the voice call in memory. The method may also include processing the portion of the voice call to identify at least one segment of interest, and forwarding the at least one segment of interest to a new call party responsive to a call transfer action.

TECHNICAL FIELD OF THE INVENTION

This invention relates to recording call data and retrieving therecorded call data at a later time, and more particularly, providing therecorded call data to new call participants based on predeterminedcriteria.

BACKGROUND OF THE INVENTION

Conventionally, customer service phone calls, conference calls and otherbusiness related types of calls typically include more than one partyparticipating during the call. In many instances, a third, fourth oreven additional participants may join the call after a certain amount oftime has elapsed. As a result, not every party to the call has beenpresent since the beginning of the call. In turn, this call participantabsenteeism naturally causes certain portions of the call to be missedby those parties who join an active call after a portion of the call hasprogressed.

SUMMARY OF THE INVENTION

One embodiment of the present invention may include a method thatprovides recording at least a portion of a voice call and storing theportion of the voice call in memory. The method may also includeprocessing the portion of the voice call to identify at least onesegment of interest, and forwarding the at least one segment of interestto a new call party responsive to a call transfer action.

Another example embodiment of the present invention may include anapparatus that includes a memory configured to store at least a portionof a recorded voice call, and a processor configured to process theportion of the voice call to identify at least one segment of interest.The apparatus may also include a transmitter configured to transmit theat least one segment of interest to a new call party responsive to acall transfer action.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates an example communication network illustratingadditional call participants being added to a call.

FIG. 2A illustrates an example flow diagram of an in-conferencerecording operation for a conference call.

FIG. 2B illustrates an example flow diagram of an out-of-conferencerecording operation for a conference call.

FIG. 2C illustrates an example flow diagram of a customer joining aconference call bridge and receiving pre-recorded call segments for aconference call.

FIG. 2D illustrates an example flow diagram of a customer already joinedon a conference call bridge and receiving pre-recorded call segments fora conference call.

FIG. 2E illustrates another example flow diagram of a customer receivingpre-recorded call segments for a conference call.

FIG. 3 illustrates an example call recording system configurationaccording to example embodiments.

FIGS. 4A-4C illustrate flow diagrams of example methods of operation.

FIG. 5 illustrates a network entity that may include memory, softwarecode and other computer processing hardware used to perform variousoperations according to example embodiments.

DETAILED DESCRIPTION OF THE INVENTION

It will be readily understood that the components of the presentinvention, as generally described and illustrated in the figures herein,may be arranged and designed in a wide variety of differentconfigurations. Thus, the following detailed description of theembodiments of a method, apparatus, and system, as represented in theattached figures, is not intended to limit the scope of the invention asclaimed, but is merely representative of selected embodiments of theinvention.

The features, structures, or characteristics of the invention describedthroughout this specification may be combined in any suitable manner inone or more embodiments. For example, the usage of the phrases “exampleembodiments”, “some embodiments”, or other similar language, throughoutthis specification refers to the fact that a particular feature,structure, or characteristic described in connection with the embodimentmay be included in at least one embodiment of the present invention.Thus, appearances of the phrases “example embodiments”, “in someembodiments”, “in other embodiments”, or other similar language,throughout this specification do not necessarily all refer to the samegroup of embodiments, and the described features, structures, orcharacteristics may be combined in any suitable manner in one or moreembodiments.

In addition, while the term “message” has been used in the descriptionof embodiments of the present invention, the invention may be applied tomany types of network data, such as packet, frame, datagram, etc. Forpurposes of this invention, the term “message” also includes packet,frame, datagram, and any equivalents thereof. Furthermore, while certaintypes of messages and signaling are depicted in exemplary embodiments ofthe invention, the invention is not limited to a certain type ofmessage, and the invention is not limited to a certain type ofsignaling.

Example embodiments of the present invention provide a call recordingfunction that permits new call participants who have recently joined acall to be informed about the events that happened during the call andprior to the new call participants being added to the current call. Oneexample scenario according to example embodiments may be a customerservice call that is conducted between a paying customer experiencingtechnical difficulties and a call center representative (see FIG. 1).Another example scenario according to example embodiments may include aconference call managed by a “leader”, who is determining whether torecord the conference call in-conference, and/or record an audio segmentout-of-conference to be played to conference participants (see FIGS. 2Aand 2B).

FIG. 1 illustrates an example communication network 100 includingadditional call participants being added to a call according to exampleembodiments. Referring to FIG. 1, a customer 111 may be operating aphone or mobile device 112 (i.e., smartphone) and may place a call to abusiness entity, such as a cable company to discuss a technical supportmatter. The call may be connected 150 to a first receiving agent orcustomer service representative 113 operating a phone 114 across a voicenetwork (i.e., digital network (Internet), public switched telephonenetwork (PSTN), private data network, etc.). The call may be recorded152 and stored in a call recording database 120 for future reference.

While the call is being recorded, each second or periodic time unit ofmeasurement (call segment “Tc”) may be used as a time reference ortimestamp for the call to provide indications of the call progress overtime. The customer service representative 113 will assist the customerover the phone by providing detailed instructions for fixing the problem(i.e., computer problems, cable television box problems, Internet modemproblems, etc.). However, at some point the customer servicerepresentative may have reached his or her capacity regarding knowledgein general about the outstanding problems being experienced by thecustomer 111. As a result, the representative may need to forward thecall to a customer service supervisor phone 116 operated by a customerservice supervisor 115 who can offer additional assistance.Unfortunately, up until this point in the call (i.e., 1 minute, 3minutes, 10 minutes, etc.) the supervisor may not have heard the detailsregarding the present problem being experienced by the customer.Therefore, this supervisor may need to ask questions in an effort tounderstand the problem. The supervisor may be a new call participant whowould benefit from certain portions of the call being automaticallyrepeated since the supervisor has not heard the previous portions of thecall.

The supervisor 115 may elect to hear certain portions of the call thatwere recorded and stored in memory at the database 120. The supervisormay request and/or automatically receive the call recorded segments athis or her phone 116. The call recorded segments may include a first 15seconds of the call and the last 15 seconds of the call. The time frameof the recorded segments “Tc” provided to the supervisor may be shorteror longer depending on how the automated call segment retrieval processis setup. The specified portions of the call may be requested and theretrieved portions of the call may be provided to the supervisor 115prior to the supervisor receiving the call transfer or contemporaneouswith the call transfer.

According to example embodiments of the present invention, thesupervisor may be able to quickly retrieve recorded portions of the calland listen to them prior to answering the phone during a call transferoperation. Various segments or portions of the call may be referenced tosave time when attempting to share the purpose of the call with therecently added call participant.

According to another example embodiment, a parsing engine may beconfigured to parse certain keywords and their corresponding bufferareas (i.e., + or −10 seconds before and after the keyword is identifiedin the audio segment). The parsing engine may be operating on a computeror server operated by the new call participant's computing device (i.e.,computer, smartphone, tablet computing device, etc.) or via the calldatabase 120. The parser engine may be configured to parse keywords,such as “important” or “problem” that are spoken during the call. Thecustomer service representative may be trained to speak those wordsduring the call to provide a parse marker for the parsing engine at alater time. The parser may seek to discover multiple instances of thesame word within a predefined time frame. For example, the customerservice representative 113 may reiterate a known keyword to help theparser identify a key segment of audio in an otherwise long call. Forinstance, the customer service representative 113 may begin the call byidentifying the problem experienced by the caller. Dialogue may bespoken by the representative, such as “so you're having a problem withyour cable modem . . . that is the problem you're having correct?” Thecaller may agree “Yes” and the call has now introduced verbal markersthat may be parsed at a later time by the parsing engine (not shown),which may be part of the call recording database 120 functionality.

According to another example embodiment, FIG. 2A illustrates a flowdiagram of a conference call recording operation, according to exampleembodiments. Conference calls can be interrupted by new users joining orleaving an active call. As a result, there may be numerous updates beinggiven to bring the new participants ‘up-to-speed’ with the currentsituation. Present call participants may find this to be disruptive andannoying. In turn, time is wasted in the present by trying to discussthe past discussions during a live call.

A group leader or conference call manager may initiate a recordingoperation either in-conference (FIG. 2A) or out-of-conference (FIG. 2B).For example, by recording the “In Conference” or “Out of Conference”audio that new users could choose to hear prior to joining a call, thecall data may be identified, recorded and saved for additionalprocessing operations. Referring to FIG. 2A, the flow diagram 200provides that the conference call leader may initiate an in-conferencerecording operation by pressing a predefined number via a dual tonemodulation frequency (DTMF) interface (i.e., “*8”) at operation 202. Asa result, an announcement may be made to the conference members that arecording is about to take place at operation 204. The recording maybegin by performing a recording determination at operation 206. Theleader may stop the recording at any time by pressing another numbercombination “#8” at operation 208. A determination may be made as towhether the recording is now off at operation 210. Next, a message orflag may be used to mark the data message to indicate that the messageshould be saved in memory at operation 212. The message may include anaudio segment identified by timestamps that indicate before, during andafter the segment has ended. The audio segments may also be recordedautonomously by having a keyword identified as spoken by a leader orconference call moderator. An audio recording operation may also beinvoked after a predetermined time has lapsed. For example, the leadermay configure a recording to begin after five minutes has lapsed andknowingly not discuss important issues until such a time so as to berecorded. Also, the leader may speak a trigger word that when spoken isidentified by a voice recognition module that triggers a recordingoperation (i.e., “important”).

FIG. 2B illustrates an “out of conference” recording operation flowdiagram 250 according to example embodiments. Referring to FIG. 2B, theleader may be part of a sub-conference and not actually participating inthe conference call. The leader may select a pre-defined option (i.e.,“*9”) on the phone to begin a recording option over the computer or thephone. The recording application may prompt the leader to begin speakingafter the tone at operation 254. The leader may record a message whichis automatically stored in memory 256. The recording application maypresent the recording to the leader to determine whether he or she wouldlike to accept it, reject it or record another message at operation 258.Once the recording is performed, the conference call attendees cancontinue to speak on the main conference call bridge, which depending onthe elected options, could be heard by the leader while in thesub-conference. The leader would record a message and confirm therecording. Once they have saved the recording the leader may beautomatically placed back into the main conference or exit if he or shehas no more time. These options may be selected by the phone buttons viathe dual tone modulation frequency (DTMF) keypad at operation 262. Forexample, option “1” may be to save the message, option “2” may be tore-record the message and option “3” may be to return to the call atoperation 264.

In operation, when a conference call participant joins the call they canhear the most recent update by selecting a numerical option. This audiosegment would be played prior to that participant joining the call toensure they are brought up-to-speed with the conference call progress,especially what was missed prior to the participant joining the call.The call participant would also be able to press a key sequence while onthe call to hear the most recently recorded update(s)/audio sequences.For those call participants that are already on the bridge desiring anupdate, the call recording application/system may listen or detect abrief period of silence to automatically begin playing the audiosegment/update data.

FIG. 2C illustrates an example flow diagram of a conference callparticipant joining a bridge and receiving pre-recorded audio segments,according to example embodiments. Referring to FIG. 2C, the flow diagram270 provides that a customer may dial a conference passcode and bridgenumber to enter a conference call at operation 272. The customer may beasked to enter a sequence of digits to hear an update status atoperation 274. A determination is made as to whether the correctsequence was submitted by the customer at operation 276. If so, thecustomer is played a recorded message that was pre-stored in memory atoperation 278. If not, the customer may still enter the conference callat operation 279.

FIG. 2D illustrates an example flow diagram 280 where a customer entersthe correct digits, which is determined at operation 282. As a result, apre-recorded message is played to the customer at operation 284. Thecustomer is then automatically returned to the call at operation 286once the audio segment(s) has ended.

FIG. 2E illustrates an example flow diagram of a customer listening tovarious different updates. Customers could also be offered the abilityto hear previous status updates. In operation, a customer or conferenceparticipant could enter an update system at operation 290 by submittinglogin information or by entering a conference call. As a result, a mostrecent conference call update or recorded segment will be fetched frommemory at operation 292 and played to the participant at operation 293before returning the participant to the active call at operation 294.The message will be played according to its timestamp reference Tc1,Tc2, Tc3 . . . Tcn. The participant may move forward or backward in timeto hear the pertinent portions of interest. If the participant presses akey (“*” for example) at operation 295, the call would skip to theprevious message segment at operation 296. If the participant pressesanother key (“#” for example) at operation 297 the call could skip tothe next message segment at operation 298 (i.e., 10 seconds of recordedaudio). Each message would be prefaced by a timestamp associated withits beginning.

According to another example embodiment, a leader may store a snippet ofvoice in an easy/on-demand playback storage location. In one example,for network troubleshooting bridges, “*12” could provide the latestknown root cause and course of corrective action, along with anestimated time ‘ET’ to fix the problem. For a seminar series or atraining call “*12” would provide the name and title of the mainspeaker. For FEMA-type emergency calls “*12” would provide the latestweather, hurricane update, or status of a missing child.

According to one example embodiment of the present invention, a customercall may be received at a customer service call processing center via acall representative 113 and a corresponding phone 114 that is operatedby the call representative 113. In operation, the call is received,processed and forwarded to a call representative. Once a menu option isselected by the caller or a caller elects to receive technical supporthelp from a technician, the call may be transferred to the technician. Asimilar procedure may take place by having a frustrated customer receivehelp from a leader or manager who provides additional support. In thisexample, the technician who was the second call participant and/or theleader who was the third call participant may need to listen to portionsof the recorded call while the call is still in progress and while thecustomer is on hold prior to assisting the customer for increasedefficiency.

FIG. 3 illustrates a call audio processing system 300. Referring to FIG.3, once portions of the call between the customer and the callprocessing agent have taken place, those call segments ‘Tc’ may bestored in a call processing database of call segment recordings 340. Acall segment retrieval module 310 may be used to retrieve those storedcall segments responsive to a call transfer operation to a differentagent (e.g., technician, manager, etc.). Each time the call istransferred portions of the call may be retrieved from memory and queuedinto a specified memory location which transfers those queued segmentsto the transferred party's call device responsive to transfer operation.For example, the queued call segments may include the first 10 secondsof the call, the last 10 seconds of the call prior to the transferand/or any parsed segments that were parsed prior to the queuingoperation so that the more important portions of the call are set in thequeue and ready for transfer to the transferred party.

A call segment parsing module 320 may parse the extracted “important” or“problem” noted segments noted by time (i.e., time initial ‘Ti’, timeimportant as designated by an ‘important’ word that was parsed ‘Tm’,time of a problem as designated by a ‘problem” word that was parsed‘Tp’, etc.) of the previously recorded segments of the call and offerthose segments to the transferred party “supervisor” before forwardingand connecting the call to the supervisor and transferring away the callfrom the customer support specialist, technician, etc., who offered theprevious call support.

The parsing module 320 may parse the segments of the call that aredeemed important for a preview and/or a shortened review (e.g., mostimportant 30 seconds, keyword parsed segments, etc.). The parsing module320 may access a list of keywords noted in a data file (i.e., commaseparated values ‘CSV’ file or similar data file). The keywords may becompared to a voice transcription that was processed from a naturallanguage processor from voice to text. The segments of the transcriptionthat contain the data file keywords may be identified and apredetermined number of words both before and after the identifiedkeywords (e.g., 10 words, 20 words, 30 words, etc.) may be identified aspart of the key audio segments to be marked, stored and retrieved at alater time. The processed and/or parsed segments may be stored back inthe call segment recordings 340 by the call segment storage module 330and retrieved and forwarded to the next call participant.

According to one example embodiment of the present invention, the callaudio processing system 300 may record at least a portion of a voicecall and store the voice call in the call segment recordings database340. The call segment(s) may be a portion of an ongoing call that wasrecorded due to an identified segment of interest. The portions of thevoice call (i.e., segments) may be retrieved via the retrieval module310, and identified via a processing operation performed by the callsegment parsing module 320 that seeks to locate at least one segment ofinterest based on predetermined criteria. The identified segments ofinterest may be transmitted to a new call party responsive to a calltransfer action performed by one or more of the original call parties.For example, the customer may be transferred to a first callrepresentative to a new call representative (i.e., technician) that canbetter assist their needs.

The call segment parsing module 320 may identify a segment of interestthat is based on one or more keywords spoken during the voice call. Thesegment of interest may also be based on at least one of a first portionof the voice call and a last portion of the voice call which are bothsub-portions of the original portion of the voice call that has beenconducted. Other operations performed by the call processing system 300may include retrieving a data file which includes a plurality ofkeywords of interest via the retrieval module 310 and transcribing thevoice call from digital audio to a text file via the parsing module 320,which also compares the data file to the text file and parses at leastone keyword and its neighboring words from the text file and designatesthe parsed words as the segment of interest. The neighboring words maybe set to a default number of 5, 10, 20, etc., to ensure the keywords ofinterest are identified properly and are shared with the relevantconversation context to assist the listener with understanding thecontext of the recorded conversation. A recipient of the voice data maybe able to invoke his or her own preferences for receiving the keywordsof interest and their respective number of neighboring words.

The transmitting or forwarding of the segment of interest to a new party(i.e., technician, manager, etc.) responsive to a call transfer actionmay include forwarding the one or more segments of interest to a newcall party of the voice call, different from any original call parties,prior to connecting any of the original call parties with the new callparty. Additionally, the forwarding action may invoke the forwarding ofan option to the new call party to accept or reject the segment ofinterest prior to connecting any of the original call parties with thenew call party. This allows the new call participant to decide whetherthey want to hear portions of the recorded call or not prior toaddressing the customer's needs. The option may be presented as a voiceoption and dial keypad option (i.e., press “1” to accept thepre-recorded audio) or via a user interface window option (i.e., select“yes” or “no”). The segments of interest may only be forwarded to thenew call party if predetermined preferences of the new call party allowthe segment of interest to be received by the new call party, such asthe new party is setup to automatically receive the segments ofinterest, the new party is not setup to receive the segments ofinterest, etc. The setup options may be unique to a particular networkuser identified by a name and/or workstation or phone identification.

According to another example embodiment of the present invention, a callmay be established between two or more users of a conference callsystem. The conference call may be ongoing and certain portions of thecall may be recorded and deemed important and/or unimportant forsubsequent attendees or post publication purposes. For example, whileprocessing a recorded portion of the conference call to identify atleast one segment of interest via the parsing module 320 (i.e., parsingkeywords spoken during the call, parsing initial discussion segments,parsing ending discussion segments, etc.), at least one tag of interestmay be created to be associated with a third party application. Forexample, the tag may be a descriptor, pointer and/or other code segmentthat links the audio segment of interest to a transcribed and/or voiceversion of the conference call that is likely to be of interest to otherindividuals accessing the conference call via a third party application.For example, users who subscribe to a RSS feed, a social networkingwebsite, SMS services or another third party application, may beconfigured to receive updates or snippets of an ongoing conference callbased on what was identified as being important and in turn shared withthe third party applications.

Once the tag(s) of interest are created, the tag may be forwarded to athird party computing device responsive to the identified segment ofinterest. The tag may then be received and published as a SMS message, ablog entry on a social networking site, etc., so others may receiveupdates if they are subscribed to receive such information. For example,if a company CEO is in attendance at a conference call, and certainkeywords are spoken, such as “estimate”, “revenue”, “projections”, thesegment of audio may then be recorded, parsed and published by a tagassociation that was created and paired with the segment of interest. Asa result, the blog entry on a corresponding social networking site mayindicate a dollar amount that corresponds to the CEO's statementsregarding “revenue” or other relevant keywords.

The tag of interest may be an instant message (IM), a short messageservice (SMS) message, an e-mail and a rich site summary (RSS) feed,etc. A data file may be used to identify certain keywords of interestwhich are retrieved from the database 340 via the call segment retrievalmodule 320. The data file keywords may be used as a basis for comparisonto the transcribed text version of the voice call. The data fileincludes words of interest designated by one or more of the plurality ofintended conference call participants. For example, certain conferencecall participants or intended participants may submit keywords to amaster list each of which may be parsed against a transcribed textversion of an active conference call. The keywords may have specific tagdesignations or may be part of a pool of different tags (i.e., RSS feedtag requests, SMS tag requests, social network website tag requests,etc.) needed to satisfy the requests of the conference call recipients.The tag(s) of interest may be a summary of neighboring words spoken whenthe at least one word of interest was spoken during the conference call.For example, ten words spoken both before and after a keyword is spokenmay be included as part of the tagged subject matter to be shared withthe third party application.

According to another example embodiment of the present invention, thesystem 300 of FIG. 3 may record a portion of a conference call and storethe portion of the conference call in memory 340 to be processed toidentify at least one segment of interest. The identified segment(s) ofinterest may be added to an existing work order associated with a thirdparty application via the parsing module 320. For example, a networkadministrator or other support personnel may be operating an activeticket or work order to satisfy an ongoing customer complaint. An activeconference call may include words spoken that identify or relate to anongoing or open ticket. For example, during the course of a conferencecall, a participant may comment that the network is slow and theperformance of the call functions are not operating properly. Anothercall participant may offer to page a network administrator to join theall and identify the current problem. The network administrator may thenbe paged and a ticket may be invoked as a new ticket or updated as anoutstanding ticket. The spoken problem “slow network” may be identifiedas part of the transcription, which is then parsed as a segment ofinterest and added to the work order or ticket via the parsing module320. The segment(s) of interest may be transmitted to a third partycomputing device via the call segment stored module 330 operated by thenetwork administrator responsive to the identified segment of interest.

The existing work order may be a known customer complaint ticket thatincludes at least one description identifying the customer complaint.For example, the customer complaint may be a ticket that has metadata ordescriptors (e.g., “computer”, “network”, “bandwidth”, etc.) thatidentify the type of problem being experienced. The transcribedconference call segment may be compared and matched as at least one wordincluded in the segment of interest to at least one word used toidentify the known customer complaint. The word used to identify theknown customer complaint may be included in a summary field of the knowncustomer complaint. Forwarding the segment of interest to the thirdparty computing device may include transferring an update message to atechnician's computing device that includes at least a portion of thesegment of interest, which may be based on one or more keywords spokenduring the conference call. The segment of interest is based on at leastone of a first portion of the conference call and a last portion of theconference call, where both the first portion of the conference call andthe last portion of the conference call are sub-portions of the portionof the conference call.

The operations of a method or algorithm described in connection with theembodiments disclosed herein may be embodied directly in hardware, in acomputer program executed by a processor, or in a combination of thetwo. A computer program may be embodied on a computer readable medium,such as a storage medium. For example, a computer program may reside inrandom access memory (“RAM”), flash memory, read-only memory (“ROM”),erasable programmable read-only memory (“EPROM”), electrically erasableprogrammable read-only memory (“EEPROM”), registers, hard disk, aremovable disk, a compact disk read-only memory (“CD-ROM”), or any otherform of storage medium known in the art.

FIG. 4A illustrates an example method of operation according to exampleembodiments. Referring to FIG. 4, flow diagram 400 includes recording atleast a portion of a voice call at operation 402 and storing the portionof the voice call in memory at operation 404. The method also includesprocessing the portion of the voice call to identify at least onesegment of interest at operation 406 and forwarding the at least onesegment of interest to a new call party responsive to a call transferaction at operation 408.

FIG. 4B illustrates another example method of operation according toexample embodiments. Referring to FIG. 4B, flow diagram 420 includesrecording at least a portion of a voice call at operation 422 andstoring the portion of the voice call in memory at operation 424. Themethod also includes processing the portion of the voice call toidentify at least one segment of interest at operation 426 andprocessing the at least one segment of interest and creating at leastone tag of interest to be associated with a third party application atoperation 428. The method also includes forwarding the at least one tagof interest to a third party computing device responsive to theidentified segment of interest at operation 430.

FIG. 4C illustrates yet another example method of operation according toexample embodiments. Referring to FIG. 4C, flow diagram 440 includesrecording at least a portion of a voice call at operation 442 andstoring the portion of the voice call in memory at operation 444. Themethod also includes processing the portion of the voice call toidentify at least one segment of interest at operation 446, and addingthe at least one segment of interest to an existing work orderassociated with a third party application at operation 448. the methodfurther provides forwarding the at least one segment of interest to athird party computing device responsive to the identified segment ofinterest at operation 450.

An exemplary storage medium may be coupled to the processor such thatthe processor may read information from, and write information to, thestorage medium. In the alternative, the storage medium may be integralto the processor. The processor and the storage medium may reside in anapplication specific integrated circuit (“ASIC”). In the alternative,the processor and the storage medium may reside as discrete components.For example, FIG. 5 illustrates an example network element 500, whichmay represent any of the above-described network components of the otherfigures.

As illustrated in FIG. 5, a memory 510 and a processor 520 may bediscrete components of the network entity 500 that are used to executean application or set of operations. The application may be coded insoftware in a computer language understood by the processor 520, andstored in a computer readable medium, such as, the memory 510.Furthermore, a software module 530 may be another discrete entity thatis part of the network entity 500, and which contains softwareinstructions that may be executed by the processor 520. In addition tothe above noted components of the network entity 500, the network entity500 may also have a transmitter and receiver pair configured to receiveand transmit communication signals (not shown).

Although an exemplary embodiment of the system, method, andnon-transitory computer readable medium of the present application hasbeen illustrated in the accompanied drawings and described in theforegoing detailed description, it will be understood that the presentinvention is not limited to the embodiments disclosed, but is capable ofnumerous rearrangements, modifications, and substitutions withoutdeparting from the spirit or scope of the invention as set forth anddefined by the following claims. For example, the capabilities of thesystem illustrated in FIG. 3 may be performed by one or more of themodules or components described herein or in a distributed architecture.For example, all or part of the functionality performed by theindividual modules, may be performed by one or more of these modules.Further, the functionality described herein may be performed at varioustimes and in relation to various events, internal or external to themodules or components. Also, the information sent between variousmodules can be sent between the modules via at least one of: a datanetwork, the Internet, a voice network, an Internet Protocol network, awireless device, a wired device and/or via plurality of protocols. Also,the messages sent or received by any of the modules may be sent orreceived directly and/or via one or more of the other modules.

While preferred embodiments of the present invention have beendescribed, it is to be understood that the embodiments described areillustrative only and the scope of the invention is to be defined solelyby the appended claims when considered with a full range of equivalentsand modifications (e.g., protocols, hardware devices, software platformsetc.) thereto.

What is claimed is:
 1. A method comprising: recording at least a portionof a voice call; storing the portion of the voice call in memory;processing the portion of the voice call to identify at least onesegment of interest; retrieving a data file which includes a pluralityof keywords of interest; transcribing the voice call from digital audioto a text file; comparing the data file to the text file to identify anymatches between at least one keyword of interest in the data file andcontent of the text file; parsing at least one keyword of the pluralityof keywords of interest and a default number of neighboring wordsadjacent to the at least one keyword from the text file; designating theparsed at least one keyword and the default number of neighboring wordsas the at least one segment of interest; and forwarding the at least onesegment of interest to a new call party responsive to a call transferaction.
 2. The method of claim 1, wherein the segment of interest isbased on more than one keyword spoken during the voice call.
 3. Themethod of claim 1, wherein the segment of interest is based on at leastone of a first portion of the voice call and a last portion of the voicecall both the first portion of the voice call and the last portion ofthe voice call being sub-portions of the portion of the voice call. 4.The method of claim 1, wherein the forwarding the at least one segmentof interest to a new party responsive to a call transfer actioncomprises forwarding the at least one segment of interest to the newcall party of the voice call, different from any original call parties,prior to connecting any of the original call parties with the new callparty.
 5. The method of claim 4, further comprising: forwarding anoption to the new call party to accept or reject the segment of interestprior to connecting any of the original call parties with the new callparty.
 6. The method of claim 4, wherein the at least one segment ofinterest is only forwarded to the new call party if predeterminedpreferences of the new call party allow the segment of interest to bereceived by the new call party.
 7. An apparatus comprising: a memoryconfigured to store at least a portion of a recorded voice call; aprocessor configured to process the portion of the voice call toidentify at least one segment of interest; retrieve a data file whichincludes a plurality of keywords of interest; transcribe the voice callfrom digital audio to a text file; compare the data file to the textfile to identify any matches between at least one keyword of interest inthe data file and content of the text file; parse at least one keywordof the plurality of keywords of interest and a default number ofneighboring words adjacent to the at least one keyword from the textfile; designate the parsed at least one keyword and the default numberof neighboring words as the at least one segment of interest; and atransmitter configured to transmit the at least one segment of interestto a new call party responsive to a call transfer action.
 8. Theapparatus of claim 7, wherein the segment of interest is based on morethan one keyword spoken during the voice call.
 9. The apparatus of claim7, wherein the segment of interest is based on at least one of a firstportion of the voice call and a last portion of the voice call both thefirst portion of the voice call and the last portion of the voice callbeing sub-portions of the portion of the voice call.
 10. The apparatusof claim 7, wherein the transmitter transmits the at least one segmentof interest to the new call party responsive to the call transfer actionprior to any of the original call parties being connected with the newcall party.
 11. The apparatus of claim 10, wherein the transmittertransmits an option to the new call party to accept or reject thesegment of interest prior to any of the original call parties beingconnected with the new call party.
 12. The apparatus of claim 10,wherein the at least one segment of interest is only forwarded to thenew call party if predetermined preferences of the new call party allowthe segment of interest to be received by the new call party.
 13. Anon-transitory computer readable storage medium configured to storeinstructions that when executed cause a processor to perform: recordingat least a portion of a voice call; storing the portion of the voicecall in memory; processing the portion of the voice call to identify atleast one segment of interest; retrieving a data file which includes aplurality of keywords of interest; transcribing the voice call fromdigital audio to a text file; comparing the data file to the text fileto identify any matches between at least one keyword of interest in thedata file and content of the text file; parsing at least one keyword ofthe plurality of keywords of interest and a default number ofneighboring words adjacent to the at least one keyword from the textfile; designating the parsed at least one keyword and the default numberof neighboring words as the at least one segment of interest; andforwarding the at least one segment of interest to a new call partyresponsive to a call transfer action.
 14. The non-transitory computerreadable storage medium of claim 13, wherein the segment of interest isbased on more than one keyword spoken during the voice call.
 15. Thenon-transitory computer readable storage medium of claim 13, wherein thesegment of interest is based on at least one of a first portion of thevoice call and a last portion of the voice call both the first portionof the voice call and the last portion of the voice call beingsub-portions of the portion of the voice call.
 16. The non-transitorycomputer readable storage medium of claim 13, wherein the forwarding theat least one segment of interest to the new call party responsive to acall transfer action comprises forwarding the at least one segment ofinterest to the new call party of the voice call, different from anyoriginal call parties, prior to connecting any of the original callparties with the new call party.
 17. The non-transitory computerreadable storage medium of claim 16, wherein the processor is furtherconfigured to perform: forwarding an option to the new call party toaccept or reject the segment of interest prior to connecting any of theoriginal call parties with the new call party, and wherein the at leastone segment of interest is only forwarded to the new call party ifpredetermined preferences of the new call party allow the segment ofinterest to be received by the new call party.